The service management functional backbone provides the foundational documentation for the service management operating model, premised on the establishment of a ‘service management office’ at its core, and including:

  • A role taxonomy describing the roles of Leadership, Advisory Board Member, core SMO team members, Service Owners, Service Managers, Process Owners and Process Managers
  • The procedural flow and interpretational dependencies between these roles
  • The minimum required information output from each role, and input to other roles
  • Educational lesson plans and learning materials, as well as operational ‘playbooks’ describing role specific policies, procedures and specifications for owned artifacts.
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